Call center tools are business tools that sales agents, technical support agents, and other service teams use for inbound and outbound calls. The most helpful tool is call center software, but there are many different pieces of equipment for streamlining internal and external communications.
Whether you need call center software for a small business or extensive call center equipment for a large enterprise, the right call center tool will make all the difference. With a high-quality customer service tool, you can boost agent performance, productivity, and customer service experience.
Tools and equipment used in a call center are often a blend of call center hardware and software. When it comes to hardware, modern call centers need computers or laptops and headsets with quality microphones.
As for call center software, there are plenty of different business tools to choose from, each with its unique set of features. Some of the most important call center tools include:
One software that offers all of these tools is LiveAgent, an all-in-one call center solution. It’s a help desk and self-service tool with built-in call center software, live chat, a ticketing system, real-time analytics, and many other advanced features. It can help you manage a multichannel contact center with a self-service portal that allows customers to resolve issues independently.
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The best call center software has many features that streamline incoming calls, outgoing calls, customer tickets, and call center managers’ and agents’ day-to-day operations.
When choosing the best call center software, make sure it offers:
Third-party applications will help you optimize operations and leverage analytics tools for improving productivity, efficiency, and overall customer journeys. Meanwhile, self-service options are ideal for finding solutions to fundamental issues that customers can resolve independently. If they need to resolve complex issues, they can always request a live call with an experienced agent.
Call center quality assurance is important for monitoring customer service agents’ performance and improving the overall service quality. By monitoring every customer interaction, you can gain a clear insight into what works and what doesn’t.
Some of the key benefits include:
The cost of a call center solution primarily depends on the call center features it offers. While there are excellent free tools, they typically have limited capabilities, so a paid tool might be a better option, primarily if you handle high call volumes.
Call center software can cost anywhere between $15 per month per user to a whopping $300. Most tools also have per-minute fees, which are typically around one-hundredth of a dollar. Others also provide certain free minutes per user.
LiveAgent doesn’t charge extra per-minute fees. There are no setup fees, no contracts, and no credit cards required. You pay as you go, and you can cancel anytime.
Our pricing starts at only $15 per user per month for email ticketing. Our multichannel live chat and ticketing solution costs $29 per month per user, while the all-inclusive help desk software with 180+ features costs $39 per month per user. We also offer a free plan with some limitations.
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Call center tools are tech tools for streamlining incoming and outgoing calls, monitoring and improving agents’ performance, and providing excellent customer service.
The most important call center tools include help desk software, CRM solutions, workforce management tools, VoIP tools, and call center software, a set of applications with advanced call center features for omnichannel communications.
The best call center software is one that helps you set up a virtual call center, make and receive traditional and VoIP calls, create a self-service portal, monitor agents’ performance, and integrate with third-party apps. These features are paramount for great customer experiences and retention.
Call center tools that come with automatic call distribution, IVR, predictive dialing, call scripting, and advanced skills-based routing are some of the best for supercharging agent productivity. They enable agents to work efficiently, improve average handle time, and solve problems based on skills and experience.
Call center quality assurance enables keeping track of all communications to assess agents’ service quality. It helps call centers improve, meet customers’ needs, retain customers, and inspire their loyalty.
Depending on the communication tools and call center features, call center software can cost from $15 per user per month to a few hundred dollars. LiveAgent offers free accounts with limited features, while our paid plans with advanced features start at $15 per user per month. There are no extra per-minute charges or any other hidden costs.
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